Senior Technical Program Manager –AI Servicing

Senior Technical Program Manager –AI Servicing

Expedia Group’s Traveler & Partner Service Platform (TPSP) is investing in next-generation Agentic AI to transform how we support travelers and partners across channels and products.We’relooking for an experienced Senior Technical Program Manager to lead zero-to-one AI programs that reinvent servicing experiences, frominceptionthrough scaled global adoption.

In this role, you will sit at the intersection of Product, Data/AI, Engineering, and Operations.You’llalign key functions to theprogramvision anddrive structure and execution for AI-powered servicing capabilities (e.g., intelligent agents, copilots, orchestration, decisioning) that raise the bar on quality, speed, and consistency of support.

This role can havefar reaching impact asit will support programs that enablemillions oftravelersand partnersand theirservice attempts annually across 60+ markets, touching the core booking,post‑booking, and traveler orpartner‑supportflows.

In this role you will:

• Lead zero-to-one AI programsthat design, build, and scale Agentic AI capabilities for traveler and partner servicing, from early discovery through global rollout and continuous improvement.

• Shape program vision, goals, roadmap, and realitiesin partnership with Product, Data/AI, Engineering, and Operations; connect work directly to outcomes (e.g., experience quality, resolution speed, containment, efficiency).

• Own program structure and deliveryin partnership withProductand Operations,including milestones, dependency mapping, risk management, and change control across multiple teams and platforms (TPSP applications, AI platform, integration services, and related tools).

• Drive technical planning and executionin partnership with Engineering, translating strategy into executable technical plans, mappingdependenciesand risks, coordinating cross-team delivery (including vendors),validatingfeasibility and non-functional requirements, and supporting launch readiness, production stability, and ongoing technical health.

• Partner with Operations andFront‑lineTeamsto translate AI outputs into actionable support flows, ensuring the solution lifts agent productivity and customer satisfaction.

• Mentor junior TPMsand help shape a TPM “chapter” focused on AI/ML delivery excellence

Experience and Qualifications:

• Seasoned technical program leader with deep experiencedriving large, cross-functional initiatives in highly technical environments, typically 8+ years in Technical Program Management or equivalent roles.

• Proven zero-to-one TPMwhohas ownedprogram structure and delivery for new products, services, or platforms—not just incremental iterations—navigating ambiguity, experimentation, learning cycles, and pivots.

• Hands-on AI program experience,with recent responsibility for delivering AI/ML-powered capabilities (e.g., LLM-based agents, conversational AI, recommendation or decision systems, personalization) into production at scale.

• Fluent in the modern AI and data stack at a program level,with strong understanding of software and data development lifecycles, agile and hybrid delivery models, and toolssuchasJira,Confluence, Mirofor collaborative design and GitHub Actions for CI/CD.

• Strong facilitator and communicator,effective across disciplines and levels, able to simplify complexity, surface trade-offs, and create clarity and alignment in fast-moving, ambiguous environments.

• 8+ years of experience in Technical Program Management or similar roles delivering complex software systems in a highly technical, multi-team environment.

• Demonstrated experience leading zero-to-one product or platform initiatives from concept through launch and iteration.

• Recent, meaningful experience delivering AI/ML-powered products into production (e.g., LLM agents, intelligent routing/orchestration, decisioning services, or personalization systems).

• Strong understanding of software engineering and data lifecycles, agile and hybrid delivery models, and modern collaboration and delivery tooling.

• Track recordof driving cross-functional alignment, managing dependencies and risks, anddelivering againstclear business and operational outcomes.

• Excellent written and verbal communication skills, including experience creating executive-ready narratives, roadmaps, and status updates.

Preferred

• Experience in large-scale servicing, support, or operations environments, including close partnership with frontline teams and operations leadership.

• Familiarity with CRM and servicing platforms (e.g., Salesforce Service Cloud, case management systems, contact center technologies) and their integration with internal services and data platforms.

• Experience with cloud platforms (e.g., AWS) and observability practices in distributed systems.

• Experience working with globally distributed teams and stakeholders across time zones.

• Background in AI governance,model‑riskmanagement, or compliance (GDPR, CCPA, etc.).